An International BPO with operations in the UK, USA, Bangladesh and now in South Africa looks to appoint an Operations Executive. This role will be operating at EXCO level and requires someone with at least 10 years experience within the BPO world with specific focus in dealing with international campaigns.
Duties and Responsibilities:
Develop and oversee standard operating procedures for call center services.
Manage overall performance by gathering, analyzing and interpreting data and metrics for all client relations managed by the Operations and provide insights to take informed decisions and provide recommendations to executive management when required.
Oversee business procedures/processes according to organizational objectives and apply improvements.
Manage the company’s delivery teams so that they have the ability to deliver according to client requirements.
Ensure client satisfaction with delivery, while working with the commercial teams to set accurate expectations.
Manage team capacity availability to accommodate new and changing client requirements.
Manage relationships/agreements with external partners/vendors within the area of responsibilities.
Oversee quality aspects of our delivery to exceed our client’s expectations.
Oversee IT and Information security is in-line with business requirements. Rethink and reshape the entire IT support function in Dhaka to support multiple delivery centres internationally as well as work from home.
Set up effective reporting and analytics to provide management insight for decision making across all departments within the responsibilities.
Ensure that the company runs with legality in terms of agreed contract and conformity to established regulations.
Liaise with Operations in South Africa and COO to make decisions for operational activities and set strategic goals.
Maintain an updated BCP to mitigate against possible events that would negatively impact the client’s agreed delivery.
Manage internal reporting for operational metrics with business units, ensuring that accurate data is available monthly.
Ensure data security and adherence to relevant information security regulations.
Identify areas for operational improvement across delivery operations in an ongoing push to build a world-class organization appropriate for the company’s needs.
Build a culture of accountability with his organisation in which deadlines are met.
Have an awareness and understanding of the following policies:
All ISMS and PCI policies that have been produced for the Operations.
GDPR and data security regulations affecting the overall group of companies.
Any other policies that have been produced to govern the Operations.
Be personally responsible for the adherence of the following policies:
Data protection and security policies within the Operations.
Policies around reporting of metrics and KPIs to the corporate level.
Data retention and deletion policies within the Operations organisation
This is an urgent opportunity and an appointment still needs to be made within the 1st Quarter of 2021.